When a ticket comes through, i need the person who is assigned the job to be emailed, telling them they have a new ticket to look at. Please help.
5 Spice ups
Three things to check:
Are email notifications going to end users?
Do you have an email address for your helpdesk people for the notification to be sent to?
It might also be worth checking your notification settings under Settings > Helpdesk to ensure they are correct.
As far as i know, the end users get the email. They email our helpdesk and then get the automated replies,depending on what happened. It just seems to be the assignees that don’t. I have them set to help desk notifications.
Do they get any notifications of the new tickets being raised?
I would check the notifications section in Settings > Helpdesk Settings to see if that’s right.
1 Spice up
Go into Helpdesk Settings and check you have the right boxes ticked. Here’s our example
1 Spice up
That’s very close to the settings we have - the important row is Ticked Is Assigned in the top block.
Yep, pretty much the same here, the only one i don’t have it the Re-opened,
Well that looks right. I’ve just tested it on our Spiceworks and it emails the tech OK when we assign a ticket to them.
What do you have in Helpdesk, Settings, User Accounts for Email Notifications?
lwr
(LWR_SE)
10
Does it get stuck in a SPAM-filter maybe. I have seen that before.
They are set to Help desk email notifications
clutka
(MAINSTRIKE)
12
Question: Are you asking for a notification when a user creates a new ticket or just when it is assigned?
There is a difference here. Only Spiceworks Admins and Help Desk Admins (Settings > User Accounts) will get a notification when a new ticket is raised, according to your settings. Is the assignee an admin or Help Desk Tech? Help Desk Techs will not be allowed to see the new, unassigned tickets; the tickets must be assigned to the Tech by an Admin first. Then the notification should go out. The exception is if you have a rule which may automatically assign the ticket.
Do they get the new tickets notification?
They are set to Admin, and to get help desk notification email on new tickets and assigned ones. The issue is they aren’t getting any…
clutka
(MAINSTRIKE)
15
It appears something is wrong then.
To summarize the situation: your end user emails your help desk email address. Spiceworks retrieves the message and creates a ticket and sends an email notification back to the end user, however, despite the notification setting being checked to send a message to all admins for unassigned tickets, the admins do not get the message. Is that a fair assessment?
Take a look at the production.log file (C:\Program Files (x86)\Spiceworks\log) when a new ticket comes in and scroll through to see if you can determine any processing errors there. Also try unchecking and rechecking the unassigned tickets for admins/tickets opened check box to effectively turn the option on in case the issue was with the configuration.
Do any messages get through to the assignee? As a test, create a new ticket. Have an admin assign the ticket to another admin. (Note: if an admin assigns the ticket to him/herself, then no message will be generated, regardless of settings. See http://community.spiceworks.com/help/Help_Desk_Notifications for an explanation of this.) Does the assignee receive the notification? Is there anything in the production.log file that would indicate an issue?
What i would like, is for when a user email our help desk, the ticket will be assigned to someone. I want Spiceworks to email that person telling them they have a new ticket waiting for them.
I have tried the untick and tick again but still seem to have the problem.
The fact that your people aren’t getting ANY notifications, including new tickets, says this isn’t just a check box problem.
Are the email addresses correct in the Settings > Users page?
How were those entries in the user list created, manually or via the People Inventory?
And are they Admins or Helpdesk Admins?
I get emails to tell me that someone has sent in a ticket (i assume this comes under Alerts?) but that’s it. I don’t get an email to say it is assigned to me, when a ticket is. If that makes sense?
